Can someone advise me please?

Cute_'n'_Quirky

That's another thing that loss adjuster came out with -

It wasn't so much the question I objected to it was the way he said it and asked it

"what about your criminal convictions?" to which I said "I beg your pardon - I don't have any, have never had any"

Do they think that we are all criminals because we have to claim on an insurance policy?

The police (two police and one SOCO) said that I would have no problems with the insurance company since it was quite clear that the event was genuine and that they had evidence. Famous last words.

Cute_'n'_Quirky

Had a thought concerning a fraud investigation - the insurance company and the loss adjuster did not know what I was claiming for until the idiot loss adjuster came out to the house.

FlameCloud

Cute_n_Quirky wrote: »

That's another thing that loss adjuster came out with -

It wasn't so much the question I objected to it was the way he said it and asked it

"what about your criminal convictions?" to which I said "I beg your pardon - I don't have any, have never had any"

Do they think that we are all criminals because we have to claim on an insurance policy?

The police (two police and one SOCO) said that I would have no problems with the insurance company since it was quite clear that the event was genuine and that they had evidence. Famous last words.

Criminal convictions are a direct relevent questions for insurers and they are entitled to ask it.

Whilst the police may confirm a theft occured, they cannot comment on the items taken. I believe that the insurance company thinks you are grossly exagerating the claim, given the request for large amounts of proof of ownership.

Birmingham is the Crawfords office that deals with their CFS- Fraud solutions- office.

Cute_'n'_Quirky

The loss adjuster started all this line of questioning BEFORE he had the list of items which the police told me to make.

Therefore how could he 'assume' that I was exaggerating?

Crawfords want receipts for EVERYTHING even if it was 15 years old. Nobody keeps receipts. All they are doing is tryihng to wheedle out of paying up on a genuine claim

I have not added anything to that list which was not taken

I phoned Crawfords, the main line, which Barclays gave to me the day that the burglary was reported to them, in order to get their address to send a letter to them - their main address is in Birmingham. I have no idea where the idiot from Crawfords came from. When I phoned Crawfords for the address they did not know who I was either, I gave no information, I simply asked for a postal address so that I could put in a formal complaint.

I am not a thief nor a liar - I have a genuine claim and I feel very aggrieved that they are treating me like some common criminal when there is no reason to do so

Maximumtime - will pm you with further information - getting tired of the line of questioning from people here

mattymoo

Cute_n_Quirky wrote: »

Maximumtime - will pm you with further information - getting tired of the line of questioning from people here

Take it you are referring to Flamecloud's posts. He hasn't actually asked you any questions but has given you insight into how this dept of Crawfords works. He does this for a living and you would be wise to listen.

Maximumtime - are you a loss assessor out of interest?

Cute_'n'_Quirky

mattymoo wrote: »

Take it you are referring to Flamecloud's posts. He hasn't actually asked you any questions but has given you insight into how this dept of Crawfords works. He does this for a living and you would be wise to listen.

Why?

That just goes to prove a point - that the loss adjusters treat everyone as if they have criminal intent and are lying/cheating/stealing from the insurance company. That makes it all so much clearer

He is assuming that I am fraudulent, which I most certainly am not.

I have made a genuine claim.

I sent a letter of complaint to Crawfords main address, which is Birmingham, so flamecloud has assumed - quite wrongly - that they are undertaking a fraud investigation, which is also untrue

Am beginning to wish I hadn't asked in the first place

Not everyone in this world is out to make a fast buck

FlameCloud

Cute_n_Quirky wrote: »

I am not a thief nor a liar - I have a genuine claim and I feel very aggrieved that they are treating me like some common criminal when there is no reason to do so

Maximumtime - will pm you with further information - getting tired of the line of questioning from people here

I have asked you one question, unrelated to the claim itself- the office of the department you are writing to. If you react this badly to a question as simple as this it is reasonable to predict that you reacted very badly to Crawfords questions, and is thus no wander they have suspicions.

That just goes to prove a point - that the loss adjusters treat everyone as if they have criminal intent and are lying/cheating/stealing from the insurance company. That makes it all so much clearer

He is assuming that I am fraudulent, which I most certainly am not.

I have made a genuine claim.

I sent a letter of complaint to Crawfords main address, which is Birmingham, so flamecloud has assumed - quite wrongly - that they are undertaking a fraud investigation, which is also untrue

Loss Adjustors do not deal with every claim as if it were fraudulent. I am training to become one and whilst fraud is prevelent, the claim is also considered to be genuine until proven otherwise.

I have never said anything of the sort, and I have not assumed it. I merely asked for more facts regarding what department you were dealing with.

For your info, Crawfords is a multinational company, so if you sent it to their main address it would have gone to America. Birmingham IS their office for dealing with the fraud invesitagation part of their business, including the complaints they generate. Normal Crawfords operates out of Edinburgh, Nottingham, and I think Norwich. Your biggest mistake I feel is that you are assuming that you are dealing with a loss adjustor- you arent. You are dealing with an investigator.

I'm not overly bothered if you have committed fraud, however somebody at Barclays must have had a bad feeling about your claim. It is part of a normal investigation to go down the lines of questioning that you have described, although I do think you are exagerating it somewhat.

Cute_'n'_Quirky

No not exaggerating in the slightest

I wish I had recorded the interview with "the loss adjuster" which is what is on the paperwork I have, not an investigator.

Be pedantic if you like, Crawford's Head Office in the UK is Birmingham

Barclays send all their claims to Crawfords and no they don't suspect me of anything. Barclays can have NO reason to suspect me of anything as I have no criminal record, no past claims, no problems whatsoever.

As I said you are making assumptions based on a bit of training

mattymoo

Cute_n_Quirky wrote: »

Be pedantic if you like, Crawford's Head Office in the UK is Birmingham

Barclays send all their claims to Crawfords and no they don't suspect me of anything. Barclays can have NO reason to suspect me of anything as I have no criminal record, no past claims, no problems whatsoever.

In you phone conversations with Barclays / Crawfords, has anyone mentioned that a voice analysis system was in use? This is often called Digilog, the market leader. You may have been told in the form of a recorded message on the phone options menu.

Many insurance call centres use them to detect stress patterns associated with lies and exagerations. Systems then flash up traffic lights to the operator with green being okay, red and amber prompting further investigation. A note would then go to the loss adjuster / investigator with the Digilog results and that may have prompted the hard line of questioning you received.

I have never used one of these systems directly so not sure how they are affected by say a highly strung or emotional person, or simply the stress of a major incident such as a house fire. Flamecloud would know.

Finally, one of the things the insuers always teach claims handlers is, the louder they shout and protest, the more investigation it needs. Experience often proved this in my claims handling days.

Cute_'n'_Quirky

No mention of a voice analysis system - however, I was very upset the day I phoned Barclays due to the burglary/arson, as you would have expected me to be. God knows how folks manage when they have had their homes broken into.

So what am I supposed to do when I know that the whole of my claim is totally genuine and that no exaggeration has been done at all when I have someone telling me that because I have no receipts - for some stuff over 10 years old - that I am making it up?

Where is the logic and fairness in that?

It is ludicrous.

Or that I shouldn't have kept four new tyres in the garage - where else am I supposed to keep them? Tell me that? And you wonder why I am annoyed.
Or when I was told that £70 for each tyre was over-exaggeration? What planet was this idiot on? How much do you pay for your tyres? Those tyres are now £125 each. The fabulous loss-adjuster said that tyres don't cost more than £25 - where does he buy them from - a scrapyard?

I lost it with the loss adjuster at the end of the conversation when he told me that I should have walked to the house with a coat, a pair of leather shoes and a bag instead of leaving it in the garage the day I went on holiday - which, in hindsight is perfectly true - but I have RA and am disabled and on the day I went away I was in a lot of pain due to going into an RA flare - so I didn't, I left them in the garage - the garage always having been perfectly safe before.

I am prepared to undergo a lie detector test to prove I am telling the truth.

When there is no history of claims/fraud I cannot see how/why they are treating me as if I have criminal intent.